Lead Service Designer : WPP Open - 6 months Contract

WPP; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading marketing services firm in London seeks a Lead Service Designer to optimize client journeys and enhance service ecosystems. The ideal candidate has 8+ years of experience in service design, with a deep understanding of systems thinking. This role is pivotal in driving business impact and improving client relationships through innovative service solutions. The position offers a hybrid work model.

Benefits

Challenging and stimulating work

Hybrid work model

Equal opportunity employer

Qualifications

• 8+ years of progressive experience in Service Design.
• Deep expertise in Service Ecosystem Design.
• Proficiency in service design tools and methodologies.

Responsibilities

• Design and optimize client journeys for strategic accounts.
• Lead workshops with internal stakeholders and clients.
• Ensure service design aligns with client business objectives.

Skills

Service Design

Systems Thinking

Facilitation

Communication

User Research

Tools

Journey Mapping

Service Blueprinting

Job description

Overview

Lead Service Designer : WPP Open - 6 months Contract

London

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We\'re committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we\'re hiring:

WPP Open Change and Enablement team is driving a major transformation — unifying our global agency network through a cutting-edge, AI-enabled marketing platform. For our most strategic clients, this shift represents a critical opportunity to redefine how we work together, deliver value, and strengthen relationships.

We are seeking Freelance Lead Service Designers to bring specialized, high-level service design expertise to optimize the WPP Open platform for these accounts. You will be instrumental in creating unified AI ways of working that generate tangible business value, improve trust in our service offerings, and foster retention of our most important clients.

Responsibilities

What you\'ll be doing:

As a Lead Service Designer, you will lead the design and optimization of client-facing journeys, workflows, and service ecosystems for WPP’s most strategic accounts. Your work will directly shape how these clients experience WPP Open, ensuring every touchpoint is seamless, intuitive, and aligned to their business goals.

You will:

• Design and optimize end-to-end client journeys for strategic accounts, ensuring a unified, frictionless experience across all WPP Open touchpoints.
• Apply systems thinking to connect disparate components developed by multiple teams into a cohesive, high-impact client service ecosystem.
• Identify, codify, and develop core service offerings that streamline processes, enhance interoperability, and deliver measurable business value.

Facilitate Strategic Co-Creation

• Lead collaborative workshops with internal stakeholders and, where appropriate, client representatives to map service blueprints, identify pain points, and co-create solutions.
• Translate complex workflows into clear, actionable service designs that meet client needs and expectations.
• Partner with Tech Architects to ensure service designs integrate seamlessly with platform architecture.
• Work with Agent Designers to embed intelligent, autonomous capabilities into client workflows.
• Collaborate with Data Architects to leverage data flows and insights that enhance the client experience.
• Coordinate with Product Designers to align service touchpoints with product interfaces and usability standards.

Drive Business Impact Through Design

• Ensure service design decisions are aligned with client business objectives, improving retention, satisfaction, and account growth.
• Provide expert guidance on service design best practices, with a focus on their application to high-value client relationships.

Qualifications

What you\'ll need:

• 8+ years of progressive experience in Service Design, with a proven track record of delivering impact in large-scale enterprise or global client engagements.
• Deep expertise in Systems Thinking, Service Offerings, and Service Ecosystem Design.
• Demonstrated success designing client-facing experiences that drive measurable business outcomes.
• Proficiency in service design tools and methodologies (journey mapping, service blueprinting, stakeholder mapping, value proposition design).
• Strong ability to leverage user research to inform design decisions.
• Exceptional facilitation, communication, and visual storytelling skills, capable of engaging both internal stakeholders and client teams.
• Experience integrating multiple workstreams into a cohesive, client-centric service journey.

Who you are

\u2018You\'re open\u2019: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded to new ideas, new partnerships, new ways of working.

\u2018You\'re optimistic\u2019: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

\u2018You\'re extraordinary\u2019: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we\'ll give you

We offer a culture where passionate, inspired people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

Hybrid work – We operate with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

Equal opportunity – WPP is an equal opportunity employer and considers applicants for all positions without discrimination. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Interested in building your career at WPP? Get future opportunities sent straight to your email.

We are currently accepting documents in common formats (pdf, doc, docx, txt, rtf).

LinkedIn Profile

Portfolio Link and Access

Current WPP Agency/Entity

Current Job Title

Availability to start

Voluntary Equal Opportunities Questions (UK)

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We invite you to answer voluntary questions to help monitor progress. If you choose to answer, data is stored separately and used in aggregate for reporting purposes.